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Work Background
WorldpayHead of Global Support Services
Jul. 2024Cincinnati, Ohio, United States
FISLeader - EUC Enterprise Architecture
Dec. 2020 - Jul. 2024Cincinnati, Ohio, United StatesIn this role, I lead a remote team of 4 professionals to provide support and DevOps to VDI and OS X across an international customer base of 5000 within the US, UK, and India. I manage all facets of employee relations including hiring, terminations, and performance management. I establish and implement the strategic focus across the business unit. Highlights of my accomplishments include: • Saved capital by restructuring and consolidating the FTE and Consultant workforce from 6 to 4.
• Managed all aspects of Lifecycle Management of Software and Hardware Platforms for 5000 customers. Designed a model that ensured continuous support, operating in the event of a loss of resources or offshore team. • Overhauled documentation process, creating simplified instructions to reduce complexity for end users, and promptly resolving issues to return the customer to a work state more efficiently. • Proactively developed ways to improve overall customer experience and enhance security through deep dive conversations with customers to uncover areas in need of improvement.
• Partnered with customers to develop SLA’s to ensure work is completed in a timely fashion with clearly stated expectations.
WorldpayLeader | Enterprise Architecture & Digital Transformation
Oct. 2019 - Dec. 2020Cincinnati, OhioHere, I directed a global onsite and remote (US, UK, India, China) team of 10 to provide exceptional support and DevOps to the VDI and FAT Client environment for a domestic and international customer base of 5000. Highlights of my accomplishments include: • Developed and steered an innovative migration strategy to move VDI from Horizon to Citrix that generated a $300k synergy.
• Led the construction of 4 segmented hybrid VDI / VDA environments and provided 5000+ concurrent sessions across 2 DC + Cloud.
• Navigated the challenges of the COVID19 global pandemic pivoting to transition 5000+ employees to remote operations within 72 hours. Coordinated efforts across multiple business units to ensure a seamless and secure transition to WFH.
• Developed new crisis management documentation to minimize complexity for end users.
Fast Pace Urgent CareVICE PRESIDENT OF IT | ENTERPRISE ARCHITECT
Jan. 2017 - Oct. 2019Brentwood, TennesseeI was recruited to develop and execute the company’s entire IT strategy where none had previously existed. I brought order and structure to the company by modernizing IT processes, procedures, and systems and breaking down siloes. I built and led a team of 150 employees and managed a CapEx budget of $1.5M and an OpEx budget of $4M. Highlights of my accomplishments include: • Concepted and implemented “Clinic in a Box” (a fully functional IT setup) across new and refreshed clinics saving the company over $300k.
• Created and launched a centralized call center, staffed by 40 agents, to manage 1000 helpdesk, billing, and customer support calls per day. • Transitioned the company from SaaS (Cloud) strategy to an on-Prem model which reduced costs.
• Decreased overall spending by 25% by streamlining and standardizing end user hardware purchases from 7 types to 1.
UBSIT Product Management | End User Services
Aug. 2015 - Jan. 2017Nashville, TennesseeAt UBS, I directed key continuous improvement initiatives across services, products, and processes in alignment with company vision. I set the overall strategy and developed and led the implementation of a strategic roadmap for programs, products, and services. I partnered with senior leadership to identify and translate business needs and requirements for new and existing IT services. I proactively pinpointed and alleviated pain points. Shifted company mindset and focus from product to service.
SWFL Regional Technology PartnershipBoard Member
Feb. 2014 - Aug. 2014Fort Myers, Florida Area
21st Century OncologyDirector of IT Support Services
Jan. 2013 - Oct. 2014Fort Myers, Florida AreaHere, I managed daily IT operations with a budget of $10M+. I set the IT strategy firmly in place by developing and prioritizing new metrics and SLA’s. I refined my skillset in removing obstacles and roadblocks that hindered success. I maintained transparent communications with key stakeholders. Ensured a high level of customer support and satisfaction. I strengthened relationships among vendors.
NWN CorporationDatacenter Practice Lead
Jun. 2012 - Jan. 2013Houston, TX• Provide leadership and guidance to all of the Datacenter Team consisting of both Pre and Post Sales Engineers.
• Low, Mid, and High level understanding of all Datacenter areas (SAN, Servers, Software
• Going out on Pre and Post Sales meeting with Account Executives.
• Establish technical relationships with future, current, and former customers at all levels of business.
• Demonstration, Sales, and Support of SaaS and DaaS models.
• Scoping Projects and doing Budgetary Estimates for projects / potential business.
• Serve as SME for all VMWare, Citrix, and Storage discussions and builds.
• Construction of multiple XenApp, XenDesktop, Netscaler environments varying in size from 10 –
10,000 users
Cogent HMGTechnical Services Manager
Jan. 2012 - May. 2012Brentwood, TN• Provide leadership and guidance to all of the Technical Services Division consisting of both HelpDesk and System Administration teams.
• Give strategic leadership and management of all Technical Services, which includes, Corporate and Remote Locations, Datacenters, and Services.
• Build, mature, and maintain relationships with internal and external departments, lines of business, executive team, partners, and board members to ensure needs are meet.
• Select, negotiate, and manages vendor relationships.
• Assist in building, balancing, and managing the IT CapEx and OpEx budget.
• Create visibility with the IT department by developing standard metrics which shows IT’s value to
the business.
Cogent HMGHelpDesk Manager
Dec. 2009 - Jan. 2012Brentwood, TN• Building a team of multi-talented individuals to field daily HelpDesk calls as well as working on various other projects in relation to current priorities.
• Assist in overseeing the entire network and telecommunication system.
• Constantly strive for improvement of our customer service.
• Maintain accurate inventory of all IT Assets within the company to include assigned employee,
primary physical location, warranty expiration, and lifecycle.
• Develop, maintain, and enforce IT Policies within the organization on various levels.
• Assist in development and execution of 5-year IT Plan to include infrastructure upgrades, desktop
standardization, application enhancement, and overall customer service.
• Working with and manage outside vendors on various projects/relationships.
• Using lifecycle management to perform routine analysis to discover major flaws or errors in
hardware or software.
Cogent HealthcareSr. Systems Administrator
Apr. 2008 - Dec. 2009Brentwood, TN• Installed, Configured, and Administer Altiris Environment • Create workflows at request of management to handle different types of requests. (Change
Management, New Equipment Ordering, and Employee Feedback)
• Automate various manual business processes in order to improve productivity and save man hours.
• Produced Reports from Altiris HelpDesk using Crystal Reports XI.
• Trained entire company and IT Staff on how to use both End User and Admin side of the
HelpDesk Incident Management Web Parts.
• Created documentation on entire Altiris Infrastructure creation and setup.
• Published Articles to juice.altiris.com (mostly about workflow) in order to assist other Altiris Users
in discovering true potential of the software.
• Traveled both in and out of state for training and conferences.
• Managed inventory project for entire company which included HQ and all Hospital Programs.
Hot TopicNetwork Administrator
Nov. 2005 - Apr. 2007
Community Education PartnersSupport Specialist
Jan. 2005 - Sep. 2005
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